Agreeing the Work
This approach covers conversations about Managed Business IT, Website Hosting, In-Person Computer Help, Business Websites, Security and Backups, and Computer Setup and Repairs. The services you choose and your written proposal or service agreement determine the work included for your business.
Managed Business IT starts from $9.99 per day. The included work and final price are agreed before starting. A service description or enquiry does not establish an unlimited support plan, a booking or a particular response time.
Before proceeding, agree the equipment, accounts, websites or locations involved; the intended result; who does each part; any separate products or supplier fees; and how completion will be checked. Keep the accepted proposal and any approved changes with your business records. Read this page alongside our Terms of Service.
Requesting Help
Existing clients should use the support contact method agreed for their service. For a new enquiry, use our enquiry form. Describe the problem in everyday language; a technical diagnosis is not needed. The public enquiry form is not an immediate emergency response channel.
- Tell us which device, website or service is affected and when the problem began.
- Explain which work is blocked, how many people are affected and whether there is a temporary way to keep working.
- Mention error messages, recent changes and steps already tried.
- Give a suitable contact person and, for a possible visit, your suburb and access requirements.
Leave passwords, sign-in codes, payment card details and private customer records out of enquiries. If supporting information is needed, agree a suitable way to provide it. Our Privacy Policy explains enquiry information.
Priorities and Timing
Support and response expectations are agreed for each client’s needs. Tell us promptly if the impact changes. A whole business unable to work, suspected unauthorised access or important files becoming unavailable needs a different assessment from a minor inconvenience or a planned new setup.
Priority depends on impact, urgency, security concerns, available alternatives and the agreed service arrangements. Describing an issue as urgent helps explain its effect; it does not confirm an immediate appointment or guaranteed fix.
A response means acknowledging or beginning to assess a request. Resolution means restoring the agreed function or completing the work. These are different milestones. Investigation may identify a temporary workaround while a permanent repair needs more time, approval, replacement parts or another provider. Any proposed time estimate needs to reflect those dependencies.
Access and Authorisation
Nominate who can approve work, spending and account changes for your business. You must have permission to request access to the equipment, accounts and information involved. Staff departures, new administrator access, account recovery and changes to payment or domain settings may need additional confirmation.
Remote help may involve viewing or controlling a computer. Agree the access needed, how the session will begin and whether any ongoing access is part of the service. Close unrelated private documents before a session. Confirm unexpected requests for access through a trusted contact method before accepting them.
Provide suitable access and an available contact for decisions. Tell us about sensitive information, business restrictions and other providers involved before work begins.
Remote Help and Local Visits
The best approach depends on the problem and available access. Some email, software and website issues may suit remote help; equipment faults or workplace Wi-Fi may need a visit or specialist assessment.
For Sunshine Coast and Gympie visit enquiries, location, suitability, availability, timing and price must be confirmed before booking. Include parking, building access, site safety requirements and a contact who can show the problem. Agree any travel costs, appointment changes and arrangements outside the proposed support hours before proceeding. A website enquiry does not reserve an immediate or same-day visit.
Separate Work and Changes
A new project, extra device, replacement part, licence, specialist repair, website feature or recovery job may fall outside the accepted work. Check the proposal rather than assume these costs are included in ongoing support.
If investigation changes the recommended approach, agree the revised scope, price or charging basis and any timing effect before the extra work proceeds. An assessment may still involve agreed investigation costs even if repair is unsuitable. Keep approvals in writing so everyone can refer to the same decision.
For maintenance or changes that could interrupt work, discuss the timing, expected interruption, backup position, checks and recovery options. Agree who can authorise urgent protective action if a security or stability problem occurs, and how the business will be informed.
Keeping Work Moving
Internet services, electricity, software vendors, hosting platforms, domain registrars and equipment suppliers can affect progress. Access restrictions, missing account ownership information, unsupported software or unavailable parts can also change the options. Their response and repair arrangements are separate from ours.
Keep account ownership and renewal information current, maintain valid software licences, nominate someone to make decisions and tell us about changes made by your team or another provider. Confirm who manages updates and backups; these tasks are included only where agreed. Our Online Safety & Backups page explains the questions to settle.
Updates, Handover and Concerns
Agree the contact person and update method for the job. Useful updates explain the findings, work completed, remaining decisions and the next step. Tell us if a workaround stops working or an issue returns.
At handover, check the agreed functions together and clarify outstanding limitations, ownership of accounts, renewal responsibilities and any ongoing maintenance. Where work involves transferring to another provider, agree the authority, information, access changes, timing and any handover costs. Keep your own current copy of essential business records.
If something has not met the agreed expectations, raise it through your agreed contact or the enquiry form. Identify the job, what happened and the outcome you are seeking. Ask for the concern to be reviewed and a clear explanation of the proposed next step. These arrangements do not remove your rights under applicable Australian consumer law.